ComplaintsforNOGU

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I saw the bracelets on ******** I ordered and I received my order. I loved the bracelets but I am returning the 3 of the bracelets because they are the same color. I received 3 purple and 2 blue. I called, the lady I talked to was really nice, she sent me a return to sender paper, we bought an envelope and glued it to the envelope with the bracelets in it and what I wanted in different color, but never heard back but one time on ******** stating that they received my envelope. Sorry don't remember the price but they were the double beaded ones.

  

  Business response

  10/04/2024

  Hello *****, we're sorry to hear about the confusion regarding your return. After reviewing your return authorization and customer support ticket I see that your return was received and a store credit in the form of a gift certificate was created at that time and sent to you via email. When a return is made and a customer would like to receive another style or color, this is handled with a store credit gift certificate in the total amount spent on the returned items that the customer may then use to place a new order. However, in order to resolve this for you, customer support has been notified that you would like to have a replacement package issued in place of the store credit, so they have now reached out to you by email to confirm the styles and colors you would like to receive and will have that sent to you. The store credit gift certificate created and sent to you when your return was received will be manually disabled. I hope this is helpful and resolves the issue with your return credit! 

• Initial Complaint

  16/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with this company on 11/04. *** failed to deliver the package. I filed a lost package claim with ***. They said they would not refund me and could only give me store credit. They are insulting and demeaning to me via *********. Why would I ever want to reorder from them?

  

  Business response

  24/11/2023

  We always regret when someone does not have a good shopping experience with us, but in this case, *** confirmed delivery of the package to the customer's shipping address on 11/07/2023 at 2:36pm. The customer notes that they have opened a claim with *** claiming non delivery, but that investigation has since been updated and closed by ***. Currently, upon tracking the package with ***, it says "The investigation has been closed. We were unable to contact the receiver." We have ******** a screenshot of the tracking status confirming this as well as a copy of the *** proof of delivery in pdf form. The proof of delivery from *** confirms successful delivery of the package. If the package went missing after delivery, that is certainly regrettable but it not a case of non-delivery if the package was removed from the place of delivery after it was made. We were and remain willing to send out either a replacement package to the customer as a courtesy at our own expense, or provide store credit for the total spent on the order, but as this is not a case of non-delivery, we are not willing to provide a refund on that basis. Of the customer's 6 orders with us dating back to 2019, this is the 3rd order with a confirmed DELIVERED tracking scan that the customer has informed us they have not received. We provided cost free replacement packages every time before this one and are willing to do so again, despite the tracking status confirming delivery in every case, but we will not refund this order assuming non delivery of another package confirmed delivered by the carrier.

  Customer response

  27/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: the *** claim is still active, *** **********. They could not provide a delivery photo and I did not sign for any package. I do not want to ever do business with this company, so a giftcard doesn't help me. ******* ********* *** ***************
  
  ********* *****

  

  Business response

  29/11/2023

  We are always sorry to hear that someone is unhappy with their experience, however, as noted previously, the customer at this shipping address has now made 3 separate claims (on a total of only 6 paid orders ever placed) for a package with a confirmed DELIVERED tracking status as being not delivered. We have provided a free replacement package entirely at our expense in the first two cases and offered to do so again for the most recent claim, which is the subject of this dispute. We will not provide a refund on the basis of claimed non delivery when the package is marked delivered but again, we are willing to provide a replacement package containing the original order, again at our expense. We are not insisting on providing a store credit, that is merely another option available to the customer.
  
  However, as the customer has opened a dispute with the payment processor on the transaction to attempt to recoup their payment, any refund will take place through the payment processor's adjudication system on disputes, as the transaction is now frozen by them until their decision is made. We are not able to refund the transaction except through the claim process, as the transaction itself is frozen until a decision is made in the dispute. The payment processor in this case with the open claim on the transaction is ******. We will provide all relevant information to the payment processor through their claim process and allow them to determine if they would like to provide the customer with a refund in this case.
  
  Regarding the status of the claim with ***, again, tracking the package with tracking number ****************** on ***' website ( https://******************************************************************************************************************************** ) brings you to the tracking status page that states "The investigation has been closed. We were unable to contact the receiver." * ********** *** **** ********* **** **** ****** 

  Customer response

  30/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: The *** claim is still open. * ******** * ********** ** ****. It says search in progress. I did not receive any documentation of the package being delivered. There was no delivery photo and I did not sign for it.
  
  Sincerely,
  
  ********* *****

  

  Business response

  01/12/2023

  As we noted in our previous responses here, the customer has opened a chargeback through the payment processor, ******, for this transaction, and this transaction is now frozen by ******, meaning we cannot refund it in whole or in part except through the chargeback on this transaction. We have provided ****** with all of the information available on the order and the delivery by *** and will abide by their decision and they will choose to credit the customer or not in accordance with their own policies and the provided evidence.

  Customer response

  04/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I never received my order. The seller has not provided any photo of delivery. I did not sign for it.
  
  

  

  Business response

  06/12/2023

  To reiterate and clarify, the customer's desired resolution - a refund on the original transaction - is now entirely out of our hands and is in the hands of the paymen processor, ******, as the customer opened a chargeback on the transaction. Any refund would be entirely up to ****** to issue. We've provided information on the delivery by *** and our order history with the customer and the multiple claims of non delivery on packages marked delivered by the carrier to ****** and will abide by their decision regarding the refund. 
  
  Regarding the proof of delivery, a signature is not a requirement for delivery to be made using this service, which is a 1 day premium delivery service to the USA through ***. *** confirmed the package delivered to the customer on 11/07/2023. This did not require a signature or photograph. * ********** ** the tracking history of the package ** ******** noting the delivery date and the fact that *** closed the investigation into the package on 11/22/2023.

• Initial Complaint

  06/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company’s website **********.com allows customers to open an account. However, it does not allow the customer to close the account. I feel this is a breech in privacy as the accounts have personal information that the customer does not control by allowing the option to close the account.

  

  Business response

  15/11/2023

  We are sorry to hear that you would like to delete your customer account and profile after placing so many orders with us. It is certainly possible for us to completely delete your account, but this would also mean losing access to your accumulated rewards points, order and item history, et cetera. This could complicate things if you wanted to make a return or a warranty claim, for example. As an alternative we could certainly remove you from our email mailing list if you would prefer that to completely deleting your user account with us. However, if you would like us to delete your user account and information, we will absolutely do this for you. Please let us know and we can proceed with whichever steps you'd prefer! Thank you. 

• Initial Complaint

  14/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  NOGU is a Canadian based company that sells out of Toronto. They set their baseline prices in usd currency. Their Canadian prices are set almost 50% higher than baseline when the exchange rate is lower than 30%. I feel they are gouging Canadians unfairly. A piece that costs Americans 100$ costs Canadians almost 150$( it should be 130$) A Canadian company shouldn’t be operating in this fashion.

  

  Business response

  20/03/2023

  We would never inflate any of our currency exchange rates or make the shopping experience more difficult for any of our customers and sincerely regret that any of our valued long time customers might believe that is the case.
  
  We are a ******* plus merchant using ******* as our payment processor and ******* to power our online checkout, and as such we do not set our own currency conversion rate. Our store is priced primarily in USD, and for Canadian dollar orders, we rely on our payment processor to update the currency conversion rate daily based on the actual currency exchange rate they are able to provide. For Canadian payments, even though our payment processor and our company are Canadian entities, our payment processor charges us a 2% exchange fee, and this is added to the final amount charged in Canadian dollars which is also rounded to present a clean and uniform set of prices. When we issue refunds for cancelled or returned orders, or retroactively applying promo or discount codes to customer's orders placed in Canadian dollars, our payment processor does not refund us the transaction or currency conversion fees that are initially charged on the transaction, and these charges are at our expense.
  
  It should also be noted that checking the current mid-market rate of a currency's value on a popular currency converting website, for example, does not provide you with a rate possible for an individual consumer or small company to receive - those converters will generally contain a disclaimer stating that the conversion is a mid-market rate and would not be available to you if you choose to send or purchase that currency through their associated services. Currently, on 03-20-2023, a $20 USD item is available to purchase at $29 USD, which is on par with the currently available market exchange rates and is only about $1-$2 off of the unavailable mid-market rate.
  
  While Canadian companies using USD might seem strange at first glance, please keep in mind that the vast majority of our customers, vendors, software providers, and other partners requiring payments use USD as their primary currency. As such it would be far more difficult for us if we did not primarily use the USD as our store's main currency as well. We realize that this is not ideal for our Canadian customers or ourselves and are actively looking into alternative Canadian dollar payment processing, and even payment methods, potentially even a Canadian dollar e-transfer payment option with lower fees and even added discounts as an incentive.
  
  In this particular instance we believe that a comment made by one of our representatives writing a ******** comment confused the issue, as the representative was unaware of several factors including the recent level of the USD - CAD exchange market rate, the way our products are priced and the functionality of our store's pricing and checkout, and the exchange fees assessed by our payment processor. As such they mistakenly believed there to be a problem with the prices the customer pointed out and said as much, but this was not the case. The USD has been higher versus the CAD recently and this has regrettably made our products more expensive in Canada, but these market forces are well beyond our control.
  
  If you would be willing to return and shop with us again, we would certainly be happy to provide you with a courtesy credit in the form of a gift certificate to the site for your next order to apologize for the disappointment and confusion caused. Please let us know by reaching out to our support team at any time and they would be very happy to accommodate as we never want a long time customer to be unhappy with us or the service we've provided them.

  Customer response

  20/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered jewelry from Noguchi and it wasn't what I expected so I called the company and followed their return instructions and they charged me $79.76. The jewelry was in perfect condition so I don't understand why I was charged. I can't figure out how to attach the emails.

  

  Business response

  11/07/2022

  Business Response /* (1000, 5, 2022/06/29) */ This order has been fully refunded, having been refunded in 2 separate transactions, with an initial refund of $99.99 sent on June 4, and a subsequent refund of an additional $79.76 sent on June 6. The order was placed on May 1, 2022 which included a 4 piece jewelry set, 2 additional bracelets, and a free gift bracelet. After receiving the order, the customer requested a return shipping label from our support team, and the return label was provided by our customer support team who noted that the return authorization was for the 4 piece jewelry set, not the entire order. However, it was the entire order that was returned. The initial amount was a partial refund to cover the total spent on the 4 piece jewelry set, but upon realizing the customer had actually returned the entire order, the remaining $79.76 was refunded as well. We are sorry for the confusion and any inconvenience this has caused and hope that you choose to shop with us again.

• Initial Complaint

  14/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ************* They charged my credit card 2x and upon contacting them ( No phone number) said I ordered 2x. Why would order same items on same day. Would not cancel order or refund me.**********.

  

  Business response

  13/04/2022

  Business Response /* (1000, 5, 2022/03/14) */ Contact Name and Title: Michael S., Director Contact Email: *******@****.studio We are sorry to hear that the customer had a negative experience with us and initially had trouble getting in touch with us. For ease of reference, we list our phone number and email address on the Contact Us page of our website, which also contains a live chat during business hours, and we are also reachable through direct messages sent on any of our social media pages. Replies to our emailed order or tracking confirmation emails also go straight to our customer support team. Our phone number and email address are also listed here on this BBB profile page so they are easily accessible. In this particular case, 2 identical orders were placed at different times of the day, one at 10:41 am and one at 5:21 pm, placed during different online browsing sessions. We are sorry to hear that the customer did not mean to place these orders twice. While the customer believes this should have been an obvious error, we should note that many customers do place identical orders multiple times, for gift giving, collecting, et cetera, so there was nothing unusual in this pair of orders in and of themselves at all. We also receive many, many orders in a single day, so orders are not possible to verify on a case by case individual basis without greatly impacting our operation's effectiveness, especially since issues like an unintentionally placed order like this are very rare. In terms of our policies, we are very generous with our return and refund and replacement policies, and the customer was able to contact customer support and arrange a cost free return using our pre paid return label, and was provided a full refund on return of the items which were no longer wanted. All of this was arranged before we were notified of this opened chargeback. We of course regret that the customer did not enjoy their experience with us and would certainly hope they choose to shop with us again despite the negative first experience. Consumer Response /* (3000, 7, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still owe 1 refund. Said would refund but NOT posted weeks later. **************, period Business Response /* (4000, 9, 2022/03/23) */ We issued 1 refund manually on February 23 2022, and the customer opened a chargeback through their credit card company on their second transaction, which we accepted on February 23 2022. We can see that our payment processor confirmed the chargeback was accepted and funds were transferred to the customer's financial institution on March 14 2022. If the customer would like us to provide the transaction numbers of the refund or evidence of our acceptance of the chargeback through our payment processor we will be more than happy to provide them. Consumer Response /* (4200, 11, 2022/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They accepted the first chargeback however I NEVER received the credit for the other order as they ****** Business Response /* (4000, 13, 2022/03/29) */ As stated previously, we refunded the customer's transaction for order XXXXX on February 23 2022 at 10:43 am, at which time the customer was notified by email and SMS message. I have included ****************************************************************************************************************************** the ARN (Acquirer Reference Number) of the refund we issued. The ARN number may be used by the customer or their credit card company to trace the transaction and confirm that we issued the refund at the stated time to the original method of payment.

• Initial Complaint

  24/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 4 pairs of earrings and a bracelet with 4 ultraviolet firefly chargers to give as gifts to my three daughters and wife for Christmas. Nogu sent me one pair of earrings with one charger and the bracelet plus the free bracelet prior to Christmas. I called them to inform them they shorted me 3 pairs of earring and chargers. They did send the the pairs of earring minus the chargers claiming a glitch in their website. I provided them their email they sent me confirming my order and payment as proof of their original contract with me but as you can see in their email response they do not care about their contractual obligation or customer service. As a business owner myself I personally take responsibility for all commitments I make to my clients. ***************************************************

  

  Business response

  11/03/2022

  Business Response /* (1000, 5, 2022/02/04) */ It is always distressing to hear about a dissatisfied customer, and I apologize for the disappointing experience. After reviewing the email thread between the customer and our customer support team, I instructed the support team to send out a new package with the additional UV lights requested by the customer. While the promotion in question was meant to include only 1 free UV light per order as relayed by the support team, in this case the customer was able to check out and place their order with 4 free UV lights included in the order contents and the order confirmation as a result of a technical error with our website's checkout. The customer had no way of knowing this was an issue with our website and would reasonable expect to receive all 4 UV lights. As such, we've gone ahead and sent the extra UV lights out to the customer at no charge. We sincerely hope this may somewhat repair the overall experience of this order.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩